Person-centered care is in the headlines a lot.
But before we had that language, care was often designed around tasks and diagnosis. Necessary, but incomplete. Over time, something important can get lost and a person’s identity can quietly be replaced by a label, shrinking the value of the individual and what matters to the person.
The shift toward person-centered care is a meaningful step forward. It reflects an intention to bring the person back into focus. But we are still at the beginning of that path, and like most meaningful change, it will take time, consistency and a shared commitment, supported by resources, creativity and heart to fully catch up with the intention.
For families and caregivers with a loved one residing in assisted living or a long term care facility there is an underutilized bridge to help you advocate toward more person centered care when the focus on the person becomes blurred.
Over time, and often without intention, this is how someone can begin to be seen:
She has dementia.
He’s a fall risk.
She gets agitated.
In my work with older adults and their families navigating assisted living and long term care, concerns around communication often arise. Administrators and care teams are managing a wide range of needs, 24-hours a day, seven days a week. Even with strong systems and best intentions in place, communication can sometimes feel unclear or insufficient, especially when it involves someone you love and their well-being.
I recently had the opportunity to meet with Lori Light, Rhode Island State Long Term Care Ombudsman, to better understand the role and why it matters to residents, families, caregivers, and all of us as we navigate the aging journey and consider what it means to keep the person at the center of care. At its core, the work is deeply human and centered on the individual.
As she shared:
“At the heart of our work is a simple principle that every resident is still themselves, regardless of age, diagnosis, or setting. Our responsibility is to make sure the system never forgets that.”
And yet, in everyday care, it’s easy for the focus to shift.
Terms for medical conditions are important. They guide clinical care and help create a consistent approach for treatment.
But they don’t tell the whole story.
When communication feels stuck, when concerns persist, or when something simply doesn’t feel aligned and is creating concern, the ombudsman can serve as a bridge, helping to bring the conversation back to what matters with the goal of strengthening understanding without confrontation.
Lori Light explains:
“The Ombudsman program serves as a bridge when communication breaks down or when a person’s voice isn’t fully reflected in their care. We help bring focus back to the individual especially in moments when it’s easiest to default to routines instead of relationships.”
Ombudsman is a curious word. Its origin helps explain the role in a simple way. It comes from Sweden and means “representative” or “advocate,” someone who is there to ensure that an individual feels seen and heard.
Today it’s an important and often underutilized resource, in part because people aren’t aware it exists or not quite sure what it is or when to use it. The ombudsman is not just for families and residents in assisted living and long-term care. It’s also available to caregivers, staff and anyone connected to care who may have a concern or needs support navigating a situation when something doesn’t feel right.
We all play a role in shaping compassionate care for older adults. As we age, it becomes even more important to look beyond the labels, understand the resources available to us, and support one another in meaningful ways on the path toward true person-centered care.
The ombudsman is one of those resources. A service available to us all that helps bring families, caregivers and providers together, ensuring the system never forgets the person at the center.
Labels could never fully describe our lived and shared experience as Lori Light shared:
“Labels can be useful in clinical care, but they should never define a person. We work with residents, families, and providers to ensure that care reflects who someone is, their preferences, their history and what matters most to them, not their condition.”
At every stage of life, we are more than a label. We are a life still being lived.
When communication becomes difficult, or the focus on the person begins to feel less clear in long-term care, the Rhode Island Long-Term Care Ombudsman Program is there to help. Call 401-785-3340 or visit their website for more information.
Helen Hames is an Aging Advisor and Founder of Age Ambassador, based in Rhode Island. She works with older adults and their families to navigate decisions around aging at home or transitioning to senior living, recognizing the needs and priorities of today’s older adults continue to evolve with each generation. Helen’s approach centers on understanding what matters most to each individual and helping families plan with intention, clarity and compassion. Helen was honored with the 2025 Senior Champion of the Year Award for her advocacy and personalized guidance that supports older adults in living fully through every season of life.
